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This is a Full time Position (w/h Base salary & Benefits)

Location: San Mateo, CA

*******Please send your resume to
***************
Job Description:

***** Manager, Technical Support/ Lead Technical Support ********

The individual must have at least two experience troubleshooting
enterprise software and Windows/Linux O/S installation, configuration
and administration.

Must Have:
* Systems administration skills on Windows OS.
* Experience troubleshooting/managing AD , SharePoint , MS Exchange or
LDAP.
* Experience and understanding of the use of VB Scripts , batch files
or Shell.
* Understanding/use of SQL databases such as MSSQL Server , Oracle or
Postgres.
* Strong troubleshooting and analytical skills measured by the ability
to solve complex technical issues with little or no guidance from
others.
* Graduation from college or technical school in relevant coursework
or a minimum of five years experience in a customer support
environment providing technical support remotely or in person

Responsibilities:

* Performs daily operational administration duties and manages a
personal caseload providing technical support via email , telephone
and other electronic medium.
* Maintains thorough depth and breadth of Company product knowledge.
* Participates in on call rotation carrying the after hours emergency
support phone/pager.
* Creates knowledge articles for relevant cases and general issues for
the Company technical support knowledge base.
* Potential travel required to customer sites and product trade shows.
* Coordinates with/mentors junior support members to provide superior
customer support.
* Tracks technical activities and processes within technical support
to ensure customers are handled within defined Company standards.
* Makes decisions on case escalations based on customer business
situations.
* May also serve as point person on escalated issues.
* Development and management of technical support tools
* Acts as a liaison between support team and senior management.
* Acts as a liaison between the customer and engineering team.
* Represents technical support as a customer advocate from a product
support perspective to other departments.


*******Please send your resume to
***************